What Does an On Hold Company Do – and Why It Matters

Holding the Line, Holding the Brand | What Does an On Hold Company Do?

We’ve all been there—calling a business, only to be met with a voice that tells us to “please hold.” It’s the part of the call most companies overlook—but it’s one of the most crucial moments to get right. That’s where an on hold company steps in.

An on hold company specializes in creating custom on hold messages that plays while callers wait, strategically using that time to reinforce your brand, reduce hang-ups, and even turn silence into sales. While it might seem like a small detail, these in-between moments are where first impressions are often made.

Let’s break down what an on hold company really does, how it helps, and what to look for when choosing one.

What Does an On Hold Company Do?

An on hold company is a service provider that creates customized audio content for phone systems—typically for businesses that care about caller experience. This includes things like:

• Professionally voiced on hold messages
• Custom music beds licensed for business use
• Voicemail greetings and auto-attendant prompts
• Interactive voice response (IVR) menu recordings
• Seasonal or promotional content updates

At its core, the role of an on hold company is to make sure your brand sounds as good as it looks—consistently, professionally, and clearly.

Technical Expertise: More Than Just Audio

A good on hold company does more than record audio. It helps build a complete caller experience strategy from the ground up. That includes scripting, music selection, technical formatting, and even guidance on system setup. Experienced providers like COHM can assess the phone equipment you already have on site and determine the best way to implement on hold messaging without unnecessary costs or technical headaches. We coordinate with the right providers on your behalf, so you are not stuck dealing with setup calls or extra charges. This makes the difference between a basic phone system and one that actively strengthens your brand.

Why Do Businesses Hire On Hold Companies?

Most businesses don’t have the time, tools, or talent to create polished audio content in-house. That’s where a specialized on hold company like COHM comes in.

Here’s why companies turn to us:

• Sound Quality – Studio-grade audio sounds more professional than built-in phone recordings or AI-generated clips
• Brand Alignment – Voice, tone, and messaging can be tailored to match your brand identity
• Licensing & Legal Use – Avoid copyright pitfalls with royalty-free or licensed music
• Seasonal Updates – Keep things fresh with content that reflects sales, holidays, or changes in hours
• Customer Engagement – Good audio reduces hang-ups and communicates clearly while people wait

Studies show that callers who hear engaging on hold content are 40 percent more likely to stay on the line and 30 percent more likely to follow through on a purchase or booking. This makes hiring an on hold company not just a branding choice but a smart investment in customer retention and revenue growth. Beyond the content itself, a skilled on hold provider knows how to integrate everything seamlessly based on the phone system you use, whether it’s PBX, VoIP, or a cloud-based platform. That level of expertise prevents costly mistakes and ensures every caller hears polished, professional audio from the very first second.

What Makes a Good On Hold Company?

Not all on hold companies are created equal. Some offer generic voiceovers or plug-in music playlists, while others—like COHM—provide a fully customized experience.

Here’s what separates a great on hold company from the rest:

1. Human Voiceover Talent

While AI voices are evolving, nothing beats the warmth and clarity of a professional human voice. Your callers deserve more than a robotic readout.

2. Flexibility & Fast Turnarounds

Businesses move fast—your on hold messaging should too. Look for a company that offers quick turnaround times, regular updates, and the ability to handle rush changes if needed.

3. Strategic Scripting

This isn’t just about filling dead air. A skilled on hold company knows how to write short, impactful messages that educate, inform, and subtly promote without sounding like a sales pitch.

4. Seamless Integration

Whether you’re using a cloud phone system or legacy PBX, a good provider will help you integrate messaging without needing a full tech overhaul.

5. Transparent Pricing

Avoid companies that hide pricing behind sales calls or charge per change. COHM, for example, keeps things straightforward, with flat-rate pricing and no surprise fees.

On Hold Messaging vs. DIY or Built-in Options

Some businesses try to record messages in-house, use AI apps, or settle for the default music that came with their phone system.

Here’s what you’re missing out on:

DIY / Built-In	A Professional On Hold Company
Low quality audio	Studio-grade sound
Generic messaging	Custom, branded scripts
Often silent or repetitive	Rotating, seasonal content
No voice consistency	Same voice across IVR, hold, and voicemail
Risk of copyright issues	All music fully licensed

If you care about your branding online and in-store, you should care just as much about how your brand sounds on the phone.

COHM: Your Canadian On Hold Company

At COHM, we’ve been in the audio game for over 40 years. We’re not a faceless software platform or a giant call center. We’re a small, skilled team with deep roots in audio production and a real understanding of what good communication sounds like.

Here’s what sets us apart:

• Custom scripting and professional voiceover based on your brand voice
• Real people handling your content—not bots
• Flat monthly pricing so you always know what to expect
• Seasonal refreshes that keep things relevant
• Voice consistency across every touchpoint

We work with clinics, retailers, service providers, and franchises across Canada—many of whom rely on us to create a smooth, branded experience from the first hello to the final hang-up.

Real Benefits: What Businesses Gain from Using an On Hold Company

We’ve seen firsthand how small changes to audio messaging can have big results.

Here’s what businesses experience when they hire an on hold company:

📞 Reduced Hang-Ups

When there’s nothing but silence or repetitive beeps, callers hang up. But with helpful info and a pleasant voice? They stay.

💬 Fewer Repeated Questions

Answer common questions in your on hold messaging: hours, location, website info, seasonal services. Your front desk will thank you.

🧠 Better Brand Recall

When callers hear the same voice, tone, and language across every part of your phone system, it strengthens your brand in their mind.

🧩 Easier Multi-location Management

Franchise or multi-branch business? We create core scripts and adapt them for each location—so your messaging is consistent, but still personal.

Another advantage of working with a professional on hold company is seamless technical integration. Whether your business relies on traditional PBX hardware, a VoIP system, or a fully cloud-based network, every on hold file must be formatted and tested for perfect playback. COHM handles this entire process, working directly with your IT team or phone provider to ensure a smooth setup without disrupting your day-to-day operations. We also know exactly who to contact and how to configure systems based on the equipment you already have in place, eliminating extra setup costs and saving you the hassle of coordinating multiple vendors.

When Is the Right Time to Hire an On Hold Company?

The answer? Probably now.

Here are some signs it’s time to upgrade:

• You’re using default hold music
• Your voicemail and on hold messages don’t match your current branding
• You’re expanding or adding new locations
• You’re losing calls before they reach a person
• Your phone greeting still says “Happy Holidays”… in July

Even if your business is small, your sound doesn’t have to be. It’s one of the easiest upgrades you can make to improve customer experience.

Bonus: What You Can Say On Hold

If you’re wondering what kind of content actually plays while people are waiting, here’s a quick breakdown of popular message types:

• Welcome messages
• Business hours and location info
• Promotions or sales
• Answers to common FAQs
• Website and social media mentions
• Safety or policy info
• Seasonal greetings
• Fun facts or light branding touches

We help write it all—and make sure it flows with the music and matches your tone.

How to Choose the Right On Hold Company

Here’s a quick checklist to help you vet potential providers:

✅ Do they use real voice talent?
✅ Is music properly licensed?
✅ Can they help with scripting and updates?
✅ Do they know how to work with your phone system?
✅ Is pricing clear and fair?
✅ Will they give you samples to preview?
✅ Are they responsive when you need support?

If you’re working with COHM, the answer to all of those is yes.

Final Thoughts: Sound Is Part of the Brand

Your website is polished. Your social feeds are curated. Your storefront looks great. So why should your phone system feel like an afterthought?

Every caller who gets put on hold is a captive audience—and a potential sale, return customer, or referral. Don’t waste that moment.

An on hold company doesn’t just fill silence. It fills the gap between good and unforgettable. It reminds people that your business pays attention to the details—and that includes how you sound.

Want to hear the difference for yourself?
Let’s talk. COHM is proud to be a Canadian on hold company offering personalized service, flexible packages, and content that’s anything but boring.

📞 Contact us today to get started—or just say hi. We love talking audio.

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